Stuller Customer Service — Expert Guide for Jewelers and Retailers

Overview and Key Contacts

Stuller is a leading jewelry supplier headquartered in Lafayette, Louisiana, serving independent retailers, bench jewelers, and manufacturers with parts, mountings, stones, tools and services. The primary web resource is https://www.stuller.com, which hosts order entry, account management, technical documentation and live chat. For general U.S. phone support, Stuller’s main line is 1-800-877-7777; using this number will connect you to Customer Care, Sales, or to be routed to an assigned account representative.

When preparing to contact Stuller, note your account number, Purchase Order (PO) number, the vendor SKU or item number, and invoice number. Having those four data points speeds resolution and allows representatives to pull order history and current inventory levels in under five minutes on average. For international dealers, the website lists regional contacts and country-specific shipping partners; always confirm currency and duty responsibilities before placing an international order.

Accounts, Ordering and Pricing Mechanics

Stuller supports both retail accounts and trade accounts with Net terms and volume pricing. New accounts typically complete an online application; once approved (commonly within 1–3 business days) you receive account terms, trade pricing and ordering permissions. Pricing is catalog-based and updated regularly — when pricing changes are announced, Stuller provides notification windows (often 30 days) so customers can place orders at current prices before adjustments take effect.

Order entry is available 24/7 via the website and through sales reps during business hours. Standard internal processing for stocked items is frequently 24–48 hours; custom or cast orders run longer based on complexity. Typical transits for ground shipping within the continental U.S. are 1–5 business days; expedited shipping options (overnight or 2-day) are available at additional cost. For large or high-value shipments Stuller uses insured carrier services and requires signature on delivery.

Inventory, Backorders and Order Tracking

Stuller publishes live inventory levels online for tens of thousands of SKUs, and shopping-cart pages display available-to-promise quantities. If an item is out of stock, the system allows backorders and provides estimated ship dates. Expect partial shipments for mixed orders unless you select “hold for complete order.”

Track every order through the Order Status page on stuller.com; you’ll see shipment tracking numbers, carrier names (UPS, FedEx or freight), invoice PDFs and packing slips. For discrepancies — damaged items, missing pieces, or incorrect SKUs — contact Customer Care within 5 business days of receipt and prepare photos, packing slip and the original invoice to speed claim resolution.

Returns, Repairs and Warranty Procedures

Stuller processes returns and repair work through an RMA workflow. Before returning any merchandise, request an RMA number from Customer Care; packages sent without an RMA are subject to delays and may be refused. Restocking fees, if applicable, and return shipping responsibilities vary by product class (e.g., loose gemstones vs. special-order mountings vs. tools), so confirm the return policy for each item on the invoice or at stuller.com/returns.

For repair and warranty claims on tools, equipment or custom services, provide a detailed description, supporting photos and original purchase information. Warranties and service-life expectations are product-specific — typical manufacturer warranties for tools and equipment range from 90 days to one year — and Stuller will route warranty claims to the manufacturer when appropriate. Repair turnaround times depend on part availability and bench load but plan for 7–21 calendar days for standard bench repairs.

Custom Work, CAD/CAM Support and Bench Services

Stuller offers a range of custom and bench services including CAD design support, casting, stonesetting, engraving and rhodium/finishing. For custom CAD work, expect a quoting process that includes a design fee (often a flat fee starting around $75–$200 depending on complexity) and a production lead time that can range from 7–30 business days. Always request a written quote that lists design revisions, proof approvals and change-order costs before work begins.

When ordering custom pieces, provide precise specifications: ring size, finger gauge, metal alloy and millimeter dimensions for stones. Digital files — 3D CAD (STL) or high-resolution photos with scale — accelerate the quoting and approval process. Stuller’s bench team and technical reps can advise on design-for-manufacture adjustments that reduce cost and shorten turnaround while preserving aesthetic goals.

• Required information for fastest resolution: account number, PO, SKU, invoice number, photos (for damage/repair), exact metal/alloy and stone sizes.
• Best practices: consolidate orders weekly for volume pricing, use RMA numbers for returns, retain original packaging for damaged-claims, and request written quotes for any custom/CAD work.

Shipping, International Trade and Insurance

Domestic shipping uses major carriers with options for signature-required delivery and pallet/freight services for heavy orders. For international shipments, Stuller generally uses DDP or DAP terms as negotiated; customers are responsible for customs clearance, duties and local taxes unless DDP is arranged. High-value items should be insured for the full replacement value — Stuller can provide declared value and insurance options during checkout or via customer service.

For time-sensitive orders (repairs for a retail deadline or a special event), communicate the deadline on the PO and by phone — account managers often prioritize expedited bench work when they have clear event dates. Keep in mind carrier cutoffs (late afternoon for overnight), and allow buffer days for customs clearance on international shipments.

Training, Resources and How to Escalate

Stuller maintains technical documentation, product catalogs (print and digital), specification sheets and video resources on stuller.com to support bench technicians and sales teams. They also host webinars and live demonstrations at trade shows — check the Events section of the site for dates and registration. Utilize these resources to reduce common post-sale service needs by ensuring correct part selection up front.

If an issue isn’t resolved by Customer Care, escalate by requesting an account manager or “Service Escalation” and provide the case number. Keep all correspondence, photos and invoices in one thread so escalations can be completed within 48–72 hours in most cases. For persistent unresolved issues, request a written resolution plan and expected completion date to create an auditable record.

Are Stuller diamonds real?

Stuller has been a trusted diamond source for our customers for decades. The introduction of lab grown diamonds to the market is no exception. Created by scientists, lab-grown stones are physically, optically, and chemically identical to natural diamonds.

Is Matt Stuller a billionaire?

Today, he’s America’s wholesale jewelry king and a billionaire, but still runs his business from his hometown of Lafayette, Louisiana.

Who is the owner of Stuller?

Matthew Stuller
Today, Matthew Stuller is the Founder and Chairman of Stuller Settings Inc., one of the largest jewelry manufacturing and distributing firms in the United States, and an industry leader in the domestic and international wholesale jewelry sector.

How do I contact my outfit online?

[email protected]
If you have questions or suggestions, reach out to us at [email protected].

Where is Stuller located?

Lafayette, Louisiana
Stuller, Inc. was founded by Matt Stuller in 1970. From our manufacturing and administrative headquarters in Lafayette, Louisiana, we provide next-day shipping, for more than 200,000 different items to over 40,000 jewelry professionals throughout the world.

How do I contact Stuller?

If you are getting an error when logging into stuller.com that says your account has been deactivated, please contact our Customer Administration Department for more information at 1-800-877-7777, ext. 500.